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IT Service Management

Turn a frustrating cost-center into a strategic solutions-center

Help desk. Network security. Data center management. Systems integration. Software upgrades. Compliance. Custom applications. Your IT organization is tasked with a broad range of responsibilities. And with so many new systems, servers, and data, it’s hard to keep an eye on the ball.

Tydak’s IT Service Management consulting is the key to aligning your IT organization with your overall business goals. We’ll prioritize efforts and keep the team focused on what matter’s most. Tydak’s experts can show you how to implement processes, and, if necessary, design tools (such as scorecards and dashboards) to align the organization and have everyone working toward the same goals.

IT Service Management Method

Case Study: Nestle

Nestle is the world’s leading nutrition, health and wellness company.   TYDAK was engaged to design and develop an Intranet application to track IT Contractors and Consultants against their contracts. As a result Nestles’ use of outside contractors and consultants was reduced, managers were accountable to approved budget amounts and senior management was able to measure the success of outside services. In addition, Nestles’ IT managers had access to vendor rates and services in one place and compare to other approved vendors with the same services. They were able to recognize additional reductions in contractor costs through the application’s sorting, tracking and rating of service providers by services offered, past performance at Nestle and rate, all in one location.


AMGEN, one of the largest and most innovative companies in biotechnology, engaged TYDAK on a strategic IT initiative designed to centralize Client Services for their organization. The objective was to reduce IT costs, deliver better service to their internal customers, and develop an accountability structure to support IT activities. Tydak implemented ITIL standards and developed process improvements throughout service support and delivery. In the second phase of the project, application development was moved onto the same system to provide a single source of access to all IT resources including personnel, software, hardware and budget. The process improvement programs resulted in over $5 million in savings for the company.


FREDERICK’S  is a 60 year old company and premier retailer of lingerie. TYDAK worked directly with the CEO and IT managers to turn-around an underperforming technology department. This involved moving their $50 million-plus e-commerce website to a new platform, managing the custom site through a very busy holiday season, while implementing the new site.

We conducted an overall IT assessment, including people, process and technology. Implementation included staffing changes, re-organization, vendor assessment and review, forming an IT Steering Committee made up of department heads and the VP of IT, setting policy and procedures to ensure timely services to the business, defining technology standards and aligning IT with the business needs. The successful program also led to training of IT personnel and a formal transfer of knowledge to create a lean, responsive well managed technology department.